IBM United Kingdom Ltd

IBM Watson Care Manager

Watson Care Manager is a cloud-based care management solution to help organisations to focus on individual-centred care. Care teams can capture and assess structured and unstructured information, select targeted programs, and create individualized care plans. Care plans can be adjusted to address changing biological, psychological, social, and functional needs.

Features

  • Care Management
  • Analytics
  • Reporting realtime and analytical
  • eMarketplace
  • Multi Disciplinary Teams

Benefits

  • Person centred
  • Holistic view of an individual
  • Natural Language Processing of unstructured data
  • Cognitive processing
  • GDPR Compliant
  • Mobile - Responsive Web Design
  • Single Sign On, SAML V2, Compliant

Pricing

£0.75 per person per month

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

5 1 2 9 0 9 1 2 5 9 2 3 4 1 5

Contact

IBM United Kingdom Ltd

Alice Griffin

Please email

gcloud@uk.ibm.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
The offering does have limited maintenance windows for upgrades etc. These are part of the offering SLA and will be shared upon request.
System requirements
None, other than listed browsers

User support

Email or online ticketing support
Email or online ticketing
Support response times
IBM Support tickets have 4 Severity classifications / response times:
• Sev 1 (Critical Business Impact/Service Down) - 1 hr
• Sev 2 (Significant Business Impact) - 2 hrs
• Sev 3 (Minor Business Impact) - 4 hrs
• Sev 4 (Minimal Business Impact) - 1 day.
Severity 1 support issues are supported 24x7. To request Severity 1 support assistance outside of the regular business hours open a request via IBM Support Community as a Severity 1 incident. This will alert our Watson Health Support staff members. Other severity support is provided 8AM-5PM local time, Monday-Friday, excluding IBM holidays.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
The system is designed to be accessible, however unsure of the WCAG rating
Web chat accessibility testing
IBM tests the help system with a broad range of assistive technologies.
Onsite support
Yes, at extra cost
Support levels
Severity 1 : Watson Health Cloud service is down/not responding to all users.
Severity 2: Users can log in but the system is very slow to respond.
A major function of the application is not working for all users and impacting business.
Severity 3: The data returned by the service appears to be incomplete or out of date. A feature or function is not working as expected but work can continue.
Severity 4: How to add a new user to the service. A request for a change to a system feature or function (requires business approval)
Support available to third parties
Yes

Onboarding and offboarding

Getting started
The system is designed for public cloud and so is very intuitive.
Online training, documentation and help is available.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
IBM will return the Client Data within a reasonable period in a reasonable and common format upon receiving written instructions from the Client prior to termination or expiration.
End-of-contract process
Unless Client provides written notice not to renew at least 90 days prior to the term expiration date, the Cloud Service will automatically renew for the term specified in the PoE (typically 1 year).

Upon termination or expiration of the Cloud Service:
IBM will discontinue the Client’s (and any Authorized Users’) access to the Cloud Service and have no obligation to provide the Client's (and any Authorized Users, if applicable) access to the Cloud Service; and
IBM will return or destroy any PHI in accordance with the terms of the Privacy regulations. The data format for any returned data will be in a reasonable and common format with no extra charge.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The user interface renders according to the device accessing it (Responsive Web Design). PC's, tablets and smart phones are supported.
Service interface
No
API
Yes
What users can and can't do using the API
REST based API's are periodically published and documented via the IBM Knowledge centre.
API changes and enhancements can be requested to IBM.
Limitations are only defined by existing scope of the solution and what is best for the SaaS based solution.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The service is highly configurable and includes but not limited to, care plans, views, data, users, access, budgets etc

Scaling

Independence of resources
Watson Care manager has contractual SLA's and its architecture is both highly scalable and performant.

Analytics

Service usage metrics
Yes
Metrics types
TBD
Reporting types
Real-time dashboards

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Data exports can be performed via the reporting tools (Cognos).
Data export formats
Other
Other data export formats
Custom
Data import formats
Other
Other data import formats
REST APIs

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks
IBM will encrypt content not intended for public or unauthenticated viewing when transferring content over public networks. Further, unless excluded by a TD, IBM will enable use of a cryptographic protocol, such as HTTPS, SFTP, and FTPS, for Client’s secure transfer of content to and from the Cloud Service over public networks.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
IBM strives to attain the highest possible availability for Watson Care Manager and supports an availability and compensation model.
< 99.5% 2%
< 98.0% 5%
< 95.0% 10%
This is further detailed in the service description.
Approach to resilience
Available on request
Outage reporting
A public dashboard displaying system outage.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
IBM maintains individual role-based authorization of privileged accounts that is subject to regular validation. A privileged account is a duly authorized IBM user identity with administrative access to a Cloud Service, including associated infrastructure, networks, systems, applications, databases and file systems.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
Between 1 month and 6 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Between 1 month and 6 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Bureau Veritas
ISO/IEC 27001 accreditation date
30/11/2015
What the ISO/IEC 27001 doesn’t cover
The infrastructure and platform this offering is run on is ISO/IEC 27001 compliant. The current SaaS application is not compliant.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
IBM has an Information Technology (IT) Security policy that establishes the requirements for the protection of IBM's worldwide IT systems and the information assets they contain, including networks and computing devices such as servers, workstations, host computers, application programs, web services, and telephone systems within the IBM infrastructure. IBM’s IT Security policy is supplemented by standards and guidelines, such as the Security Standards for IBM's Infrastructure, the Security and Use Standards for IBM Employees and the Security Guidelines for Outsourced Business Services. Such are reviewed by a cross-company team led by the IT Risk organization every six months. IBM has a dedicated Vice President of IT Security who leads a team responsible for IBM's own enterprise data security standards and practices. Responsibility and accountability for executing internal security programs is established through formal documented policies. IBM Services teams also have dedicated executives and teams who are responsible for information and physical security in the delivery of our client services.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
IBM maintains policies and procedures to manage risks associated with the application of changes to its Cloud Services. Prior to implementation, all changes to a Cloud Service, including its systems, networks and underlying components, will be documented in a registered change request that includes a description and reason for the change, implementation details and schedule, a risk statement addressing impact to the Cloud Service and its clients, expected outcome, rollback plan, and documented approval by IBM management or its authorized delegate.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
With each Cloud Service, as applicable and commercially reasonable, IBM will a) perform penetration testing and vulnerability assessments before production release and routinely thereafter, b) enlist a qualified and reputable independent third-party to perform penetration testing and ethical hacking at least annually, c) perform automated management and routine verification of underlying components’ compliance with security configuration requirements, and d) remediate any identified vulnerability or noncompliance with its security configuration requirements based on associated risk, exploitability, and impact. IBM takes reasonable care to avoid Cloud Service disruption when performing its tests, assessments, scans, and execution of remediation activities.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
IBM maintains and follows policies requiring administrative access and activity in its Cloud Services’ computing environments to be logged and monitored, and the logs to be archived and retained in compliance with IBM’s worldwide records management plan. IBM monitors privileged account use and maintain security information and event management policies and measures designed to a) identify unauthorized administrative access and activity, b) facilitate a timely and appropriate response, and c) enable internal and independent third party audits of compliance with such policies. IBM systematically monitors the health and availability of production Cloud Service systems and infrastructure at all times.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
IBM: -maintains and follows incident response policies aligned with NIST guidelines for computer security incident handling, and will comply with data breach notification requirements under applicable law. -investigates security incidents, including unauthorised access or use of content or the Cloud Service, of which IBM becomes aware, and, if warranted, define and execute an appropriate response plan. -promptly notifies Client upon determining that a security incident known or reasonably suspected by IBM to affect Client has occurred. -provides Client with reasonably requested information about such security incident and status of applicable remediation and restoration activities performed or directed by IBM.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
Yes
Connected networks
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Pricing

Price
£0.75 per person per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
A 2 week (negotiable) period whereby a limited set of the capability can be used for evaluation. The trial version does not include integration or payment features.

Service documents

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